Job Description

The Associate Technical Support Engineer will play a crucial role in ensuring the seamless operation of our supply chain solutions by providing technical support and assistance to our customers. This entry-level role is an excellent opportunity for individuals with a basic understanding of SQL, IIS, XML, and an interest in the supply chain industry, along with proficiency in Excel. The successful candidate will be responsible for troubleshooting technical issues, collaborating with development teams, and assisting customers with inquiries and problems. 

What you’ll do:

• Customer Support: Provide technical support to customers by diagnosing and resolving issues related to our supply chain solutions, ensuring customer satisfaction and minimal downtime.
• Troubleshooting: Investigate and resolve technical problems by utilizing SQL queries, analyzing XML data, understanding IIS configurations, PowerShell Scripting and utilizing Excel for data analysis.
• Documentation: Maintain detailed records of support requests, resolutions, and customer interactions. Create and update technical documentation to assist customers and team members.
• Communication: Collaborate with cross-functional teams, including developers and product managers, to convey customer issues, propose solutions, and contribute to product improvements.
• Continuous Improvement: Identify opportunities to enhance our technical support processes, tools, and customer experience. Propose and implement improvements as needed.

Qualifications

• Bachelor's degree in a related field or equivalent work experience.
• Basic understanding of technical support, with a focus on SQL, IIS, XML, and supply chain solutions.
• Strong knowledge of SQL for data retrieval and manipulation is a plus.
• Familiarity with IIS configurations and troubleshooting is a plus.
• Proficiency in XML data parsing and manipulation is a plus.
• Understanding of supply chain processes and best practices is a plus.
• Excellent communication and interpersonal skills in both English and French (French is a plus).
• Strong problem-solving and analytical abilities.
• Proficiency in Excel for data analysis and reporting.
• Knowledge of Google Suite applications is preferred.
• Ability to work independently and in a team-oriented environment.
• Customer-focused mindset and dedication to delivering high-quality support.